BT India told to state throttling does not exist?

I had a very interesting conversation with BT Broadband support in India. Everytime I mentioned throttling, they almost word for word repeated "We do not do anything specifically to your line" and that it is congestion. When I explained that I see it happen at specific times and it caps to a specific speed, they repeated their statement again and said that they could only proceed as a line fault but there may be nothing that can be done if it is congestion.

We all know throttling exists and senior BT people know this too. However, it is clearly the case that BT India deny this happens.

I can only believe that this is intentional and they are being paid to lie which is seriously unethical and puts those staff in a difficult position.

Jonathan

>> "We do not do anything specifically to your line" <<

I am sure that what they are saying is that BT do not single you out for any kind of "special treatment" - that it is not a personal thing and results from overall congestion on the network. Almost certainly, the agents have been given a script to read out and we must remember that they are not using their first language. I can understand, therefore, that the statement has to be simple and straightforward as the agents will not have the linguistic ability to discuss nuanced views.

As you say, they are put in an impossible position (could you do the job using a language other than English?). Your complaint is 100% with the BT management for allowing the situation to develop and for not producing a better statement for the first contact agents to use.

By the way, I am not nor ever have been employed by BT. I have once managed a call centre for a year - nothing to do with the communications industry (I am a linguist).

Your question can only be answered by BT management and I wouldn